Define authority by subject
A newer document is not automatically more authoritative. A promotional page may be newer than an approved operations policy but cover only one campaign. Build a source-priority table by subject: delivery, account access, billing and product availability may each have a different owner. Record scope and effective date alongside priority so one global ordering does not override an applicable exception.
Make uncertainty an explicit outcome
When two applicable sources disagree and the priority rule does not resolve it, stop the disputed claim. Summarize the two passages, their dates and the customer's question for the responsible teammate. The reviewer should correct the underlying knowledge as well as this single answer. Otherwise the next customer can encounter the same contradiction through another channel.
Fictional worked example
A fictional FAQ says support is available until 6 PM, while a campaign page advertises 8 PM for one launch week. Check the dates and audience before promising evening service. If the campaign period is unclear, tell the customer that the team will confirm availability. A fluent answer that chooses one time without evidence is still an incorrect operational decision.
Action checklist
- List the governing owner and source for each policy category.
- Compare scope and effective dates before applying priority.
- Escalate unresolved contradictions with both source excerpts.
- Fix every active copy and add the case to regression questions.